FISManager - Technology
Sep. 2004 - Feb. 2007Mumbai Area, India• Helped with setting up the centralized and integrated technical services desk: ~ Support type: Phone, Email & Web ~ Customer: 45,000+ users through 10,000+ clients across 80 countries ~ Employee: 5000+ users across 17 global locations ~ Applications: 150+ ~ Platforms: IBM Mainframe, Tandem, UNIX / Sun Solaris, Windows NT / 2000 / 2003 • Managed the multi-skilled Service Desk team of 50 personnel • Accountable for maintaining the Service Level, User Administration, Technical Support, Resolution, Quality, Customer Satisfaction, Compliance, and Efficiency for the company’s products and services involving: • Setup the standard operating procedures and ensured the newly set up department met BIS 9000, SOX, HIPAA, and COPC standards within a very short time • Analyzed departmental requirements and managed departmental projects in coordination with Data Centre Operations teams and Development teams for implementation and upgrades • Co-ordinated with Development teams, Data Centre Operations teams, Problem Management, Change Management, and Security Services teams for organization-wide implementation and upgrades. • As a certified BS ISO/IEC 27001:2005 Information Security Management System Lead Auditor, performed cross-functional audits for the organization’s compliance with BS7799 / ISO 27001 • Actively participated in Business Continuity and Disaster Recovery planning